Freshworks Inc. Expands Offerings with Standalone Freshservice for Business Teams

This new offering is designed to enable businesses to accelerate service delivery across various non-IT functions, allowing teams to create personalized employee experiences. According to the latest Freshservice Benchmark Report, there has been a notable uptick in the adoption of this solution, with one in four eligible Freshservice ITSM customers actively utilizing Freshservice for Business Teams. The product has seen tremendous growth, doubling its annual recurring revenue to exceed $35 million as of September 30, 2025.

Srini Raghavan, Chief Product Officer at Freshworks, emphasized the need for business leaders to expedite processes without being hindered by tools not designed for their specific departments. “That friction slows growth and is especially true with cross-functional work,” Raghavan stated. He believes that equipping non-IT workers with the capability to create their own support environments is crucial for enhancing organizational efficiency and achieving desired employee experiences.

The introduction of AI capabilities within Freshservice allows non-IT functions to expedite ticket resolutions and improve operational efficiency. Businesses can automate essential processes such as account verification and document retrieval, thereby enabling agents to focus on higher-value tasks. The University of Oxford has already adopted Freshservice and its Freddy Copilot for its simplicity and scalability across various departments.

Freshservice is designed to connect fragmented tools, data, and workflows efficiently. Databricks serves as a prime example, having achieved a 23% deflection rate after deploying Freshservice across eight departments, including HR, Legal, and Learning and Development. Pradeep Singh, VP of Infrastructure and Operations at Databricks, highlighted the cost savings and improved employee experience derived from consolidating multiple platforms into a single, intuitive solution.

Freshservice offers prebuilt workflows and Workspaces that simplify complex HR processes such as onboarding and offboarding. Coherent, a company with 25,000 employees, has leveraged the platform to streamline HR requests and improve compliance data management. CIO Anantha Ganga expressed enthusiasm about Freshservice's role in creating a centralized employee experience.

The user-friendly interface and no-code automation features empower teams to launch secure employee service portals quickly, minimizing the need for technical expertise. EDF Renewables opted for Freshservice due to its ease of use and seamless integrations with popular tools like DocuSign and Microsoft Teams, ensuring that various departments can operate effectively.

Freshservice for Business Teams positions itself as a robust alternative to traditional, costly IT suites and limited HR tools. With its enterprise-grade AI capabilities and rapid deployment options, it offers organizations a means to transform fragmented processes into cohesive and engaging employee experiences.

Snow Tempest, Research Manager at IDC, noted that improving employee experiences has become a top priority for organizations. As businesses seek to streamline operations while minimizing complexity, there is a growing demand for products that can be deployed swiftly across multiple departments.

Freshworks Inc. is poised to enhance the operational efficiency of various business functions with the launch of Freshservice for Business Teams. By offering a solution that empowers non-IT departments and fosters seamless service delivery, Freshworks is setting a new standard in enterprise service management. For more information about Freshservice and its innovative capabilities, businesses are encouraged to visit Freshworks' official website.